Coming Back From an Email Faux Pas

Q: How can a person recover from a major email misfire, such as sending a client an email that includes sensitive internal information or critical comments about the client?

—A.B.

A: Don’t panic or try to recall the email. This often fails and draws more attention to the mistake, says Dana Brownlee, president of Professionalism Matters, a corporate-training company in Atlanta.

It is often best, if possible, to apologize in person, by phone or on a video call, says Nancy Ancowitz, a New York presentation and career coach. Admit your mistake, explain it briefly if you think that might help, take full responsibility for it and “eat humble pie,” she says. “Don’t minimize the other person’s concerns, blame anyone else or tell even a white lie,” she says. Don’t go overboard, however, and punctuate every sentence with “sorry,” which projects insecurity, Ms. Ancowitz adds.

If the mistake threatens to harm a valued relationship, ask how you can repair the damage or make amends, such as buying lunch, Ms. Ancowitz says.

If you respond by email, explain your error, take full responsibility and ask the recipient to disregard your misstep or treat the sensitive information as confidential. Then apologize, and promise it won’t happen again, Ms. Brownlee says.